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Iberostar Tucan Hotel
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Reviewed January 2, 2014

We travelled to the Riviera Maya from 1 - 15 Dec 2013, the same time period we usually travel before beginning Winter activities at home. The hotel in our opinion was outstanding. The service was excellent and the staff extremely friendly. The Hotel is actually two hotels combined together and it doesn't matter which side you stay on (Tucan or Quetzal) because the amenities are the same. Same wonderful beach, same a la cartes, same pools and entertainment. They do have separate lobbies though. Our room was on the Tucan side in building 11, within meters to the beachside buffet, the beach and the pool. The beachside buffet was good for breakfast and lunch and snacks throughout the day, but the main buffet provided more dining choices. The food was very good and plentiful. We went to 5 A La carte dinners during our stay and while they were all very good we thoroughly enjoyed the Steak House and the Italian Restaurants the best.
The rooms were comfortable and very clean without the musty smell of some tropical environment hotels. Some/many people find the beds too hard but it was just right for me. There is plenty to see from your room and the whole resort is alive with different wildlife that roam freely. Plenty of picture opportunities. The beach has plenty of Palapas for shade and if they run out you can get beach umbrellas from the towel center. The Hotel is about a 30 minute walk to the town of Playa Del Carmen though the Hotel Zone and there is a little plaza with gift shops and a Starbucks about 5 minutes away. You can rent a bicycle with a lock for a small fee for 3 hours and go into town or take a taxi for about 7 dollars.
Overall the hotel was excellent except for the lack of free wifi.

  • Stayed: December 2013, traveled as a couple
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Review collected in partnership with Iberostar
3  Thank Kevin C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Quality manager I, Quality Manager at Iberostar Tucan Hotel, responded to this reviewResponded January 17, 2014

Dear Kevin C,

It is our delight to read your wonderful comments and expressions about your stay at the Iberostar Tucan & Quetzal! Thank you for selecting our resort once again to spend your vacation.

It is always encouraging to read such positive and exciting comments, which are shared with the Management Team.

Our caring staff takes pride of delivering impeccable service to every guest, and ensure they feel important and comfortable.

We thank you for your nice comments regarding the wildlife, the outstanding food, our beautiful premises and comfortable rooms.

We will look into your suggestion and look forward to welcoming you back again next year!

Kind regards,

Quality Manager
Iberostar Mexico

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed January 2, 2014

We have stayed at the Iberostar Tucan/Quetzal 7 times and we love it there. The staff is wonderful and the hotel is spotless. The food is average for an all inclusive. The specialty restaurants are very good. The bars are good and the staff throughout the hotel are great! The animation team is very lively. The nighttime shows are average, again, for an all inclusive. Our primary reason to go to Playa del Carmen is for the beach...so most of the other things don't matter too much to us. This hotel has a large American/Canadian base, so almost everyone speaks some English.

The wildlife and greenery is awesome at this hotel. It is wonderful to look down the beach and see green! No hotel is higher than 4 stories so the landscape is breathtaking. We are huge fans of this area in Mexico. If you are looking for a "girls gone wild" atmosphere....this is NOT your place. Stay in Cancun where there are millions of people and no trees. We like being able to get out of the sun without having to go indoors and this place has it all.

Our biggest complaint about this hotel is the fact that the beds are on concrete slabs. I like a hard bed....but this takes hard bed to a new level.

This is a great place to take the family and grandkids and grandparents. It is a beautiful area of Mexico and very safe.

Room Tip: Rooms in the main lobby area are surrounded by the Aviary....so it is very loud in the morning when the birds wake up. We always stay in the buildings closer to the beach and pool. We enjoy the top floor but if steps are a problem for you then the top floor would not be good.
  • Stayed: October 2013, traveled with family
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3  Thank Diane233
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Quality manager I, Quality Manager at Iberostar Tucan Hotel, responded to this reviewResponded January 17, 2014

Dear Diane233,

First of all, we want to thank you for having chosen Iberostar Tucan & Quetzal for your vacations and for taking time to write us some comments about your 7th stay among us.

We would like to express our gratitude for the positive evaluation of the excellent service provided by our friendly staff, our spotless premises, the food at our specialty restaurants and our flora and fauna. At Iberostar these aspects are part of our guiding principles.

We regret the situation with the beds. We keep a standard in all our beds when it comes to their firmness; nevertheless we also have toppers to soften and make the bed more comfortable. We have also the option of leaving extra pillows and extra blankets in the rooms upon guest’s request. Your feedback will be sent to our Housekeeping Department to take into account when renewing our mattresses.

We remain at your entire disposal in case you decide to feel like a “Star” in any of our resorts on the best beaches worldwide.

Best regards,

Quality Manager
Iberostar Mexico

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Reviewed January 2, 2014

We had an excellent vacation at Iberostar Tucan! The staff is awesome and will do anything to make sure you have a good stay. There are tons of activities throughout the day in which you can participate or you can sit and the beach or pool all day! The show at the end of the day was pretty good for a resort, very entertaining. The food is pretty good, especially for the reservation dinners. You can take a taxi into town for about $8 USD but would be perfectly happy to stay at the resort the entire time. We had a GREAT experience and a wonderful vacation.

  • Stayed: December 2013, traveled as a couple
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3  Thank tbacc
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Quality manager I, Quality Manager at Iberostar Tucan Hotel, responded to this reviewResponded January 17, 2014

Dear guest,

On behalf of our Hotel Iberostar Tucan and Quetzal, we would like to take this opportunity to express our gratitude for choosing us during your recent vacation in Playa del Carmen.

We highly appreciate your positive comments regarding our fantastic staff, our gastronomy and the entertainment that makes our hotel stand out.

We would to emphasize that your status as a costumer is highly valued; we would be privileged to see you in the near future in order for you to experience the improvements in our facilities and services that will be accomplished thanks to our guests’ feedbacks.

Best Regards,

Quality Manager
Iberostar Mexico

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed January 1, 2014 via mobile

After coming to this resort for 10+ years they suddenly decided to charge an extra $450+ for a table on New Years. This is supposed to be an all inclusive resort. Not only did they start charging but this offer wasn't offered to all customers. When we found out about it they then lied about the price and tried to overcharge us. They were willing to kick out other customers if we paid more. I would never come back to this resort.

Stayed: January 2014
7  Thank Jasonk29
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Quality manager I, Quality Manager at Iberostar Tucan Hotel, responded to this reviewResponded January 13, 2014

Dear Jasonk29,

We would like to take this opportunity to thank you for the time you have invested in writing your review regarding your recent stay at our Hotel Iberostar Tucan & Quetzal.

After verifying this situation please note that following our guests suggestions, the hotel decided to offer this service which consisted on booking a table at the theater during New Year`s Eve for anyone who requested certain bottles of champagne with an extra charge. The information about our amenities with extra charges, including this one, are available at our Guests Service Department and it is provided upon the guests’ request: cakes, flower arrangements, bottles of champagne, among others. We also added this information on the informative boards in the lobby area in order to inform our guests about the new possibility we were offering for New Year’s Eve.

We regret to hear that this incident has changed your point of view about our hotel, and we wish we have the pleasure of welcoming you back to the Iberostar Tucan & Quetzal. Please, accept an apology from our Management and staff for the inconvenience this matter has caused.

Kind regards,
Quality Manager
Iberostar Mexico

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed December 31, 2013

The hotel was very open and airy. The small jungle with monkeys and other animals was nice. They also had peacocks, ducks and other interesting birds. The beach as beautiful and close to the pool. The help staff was friendly and hardworking. You can eat breakfast near the beach if you choose.

The food was just ok, seemed to get monotonous after a while. The drinks were weak and not very good. Stick with the beer.

You can easily walk to the Playa del Carmen center in about 30 - 40 minutes, or take a bike or cab. The hotedl had a nice relaxed feel.

The only problem I had as with Amstar travel services who left me at the hotel during the disorganized pickup airport procedure at the hotel. The Amstar representatives were arrogant and unhelpful and I ended up paying for a taxi to the airport. Next time i will avoid the cattle vans to and from the airport and get a taxi instead. And I will avoid Amstar and their terrible customer service.

  • Stayed: December 2013, traveled solo
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Thank Richard B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Quality manager I, Quality Manager at Iberostar Tucan Hotel, responded to this reviewResponded January 10, 2014

Dear Richard B,

Many thanks for your positive review about the Iberostar Tucan & Quetzal.

We are very delighted that you have had an enjoyable stay with us and really appreciate your kind comments regarding the amazing wildlife, the beach, the food and our great staff!

Thank you for sharing your thoughts and experiences about your recent visit in our hotel. It was a great pleasure to read your valuable and encouraging feedback as we certainly value your comments, and it is imperative for us to improve.

Thank you and we are looking forward to welcoming you again!

Kind regards,

Quality Manager
Iberostar Mexico

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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